Marketing Manager Customer Experience

Year Up envisions a future in which every urban young adult will have access to the education, experiences, and guidance required to realize his or her true potential.

Reporting to the Associate Director of Marketing & Communications, the Marketing Manager Customer Experience - Boston, MA will work to build the Year Up brand by mapping and managing customer (stakeholder) journeys. A key member of National Marketing’s Customer Experience team, the Manager will serve as the voice of the customer (student, partner, etc.) and take the lead in designing cross-channel customer experiences that drive conversion of prospects to life-long Year Up champions. From gathering student feedback on the admissions experience to sketching solutions for pain points in corporate partner relationship development, the Manager will work to ensure that every customer touchpoint deepens the relationships that are essential to closing the Opportunity Divide. To be successful in this role, you’ll bring a passion for delighting stakeholders and deep experience designing ways to do so at scale. You’ll pride yourself on applying a mix of creative and analytical thinking in your work. A self-starter, you’ll enjoy collaborating with a wide range of stakeholders and working independently in a fast-paced environment to achieve excellence. Strong candidates should also bring a commitment to advancing social justice and be prepared to keep Year Up’s mission as the central driver of their work.

**Customer Journey Management** * Work closely with the Marketing team and internal stakeholders to map and manage customer journeys (student journey, partner journey, etc.) * Work closely with the Marketing team and internal stakeholders to map and manage customer journeys (student journey, partner journey, etc.) * Facilitate discovery process with customers and staff, including focus groups and interviews * Design customer journeys with input from Marketing and other internal teams * Identify opportunities for customer journey optimization * Assess impact of proposed revisions to customer journeys from others and make recommendations on adoption * Audit customer journeys regularly to ensure quality customer experience and identify opportunities for improvement **National Team Member** * Serve as a mentor/tutor for a small number of current students, availability permitting * Participate in staff meetings and trainings

* 2-3+ years’ marketing/communications experience, preferably with a strategic, customer experience, and/or design thinking focus * Strong expertise in customer experience design and management, and a passion for putting forward the best possible customer experience * Demonstrated ability to drive collection of customer insights and make data-driven decisions to optimize customer journey * Understanding of brand consistency across a variety of media * Experience with Salesforce and marketing automation tools preferred * Aptitude for and interest in collaborating with team to develop new marketing campaigns and opportunities for customer engagement * Strong problem solving and critical thinking skills * Demonstrated ability to manage projects involving multiple departments and stakeholders * Ability to manage many competing priorities and communicate effectively when priorities shift * Strong communication skills, especially over email * Demonstrated ability to work effectively independently and as part of a team * Familiarity with Adobe Creative Suite, Wordpress, and Microsoft Office a plus * A passion for working with urban young adults, an unshakable belief in their potential and a strong commitment to the mission of Year Up * Understanding of the Opportunity Divide and its drivers * Commitment to diversity and inclusion